Hotel lobby redesign

Skills/Tools

Fusion360, Figma, rendering

Role

UX design, 3D CAD modeling, user testing, user research

Duration

12 weeks

Team

Lila Ward, Hannah Fralick, Haley Gruensfelder, Teddy Koutsoftas

6 Hotels visited
5 Staff members
4 Hotel guests

Interview Insights

Available technology is widely overlooked or ignored

Guests value a sense of personal connection, security, and comfort

External Research

The average person has 80 downloaded apps, with 16.7 devoted to loyalty programs

According to hotel employees, at most 20% of guests use existing technology that is in the lobby

4 in 5 hospitality workers report experiencing high levels of stress directly related to their jobs

User Personas

Emotional Journey Map

Identified opportunities and incongruities involving

Waiting in line
Check-in
Talking with staff

Concepting

Concept Testing

When testing, we looked at

10 groups, 17 people total
Challenging mental models of greetings
- Person vs. Digital
Baggage collection
- Upon arrival vs. after seating
Table functionality
- Interactive and dynamic vs. informative and static
Concierge interaction

The diagram above shows the testing route that groups were taken through. Testing was prepped by having participants walk a loop around the building carrying luggage to create a sense of travel fatigue.

We determined

Baggage
- Trust in the hotel is needed if bags are taken before check-in
- Potential for stress if bags are removed from user field of view
Table Functionality
- Users expected some form of interaction
- Positive responses to ordering amenities from tablet
Concierge interaction
- Personalized, human interaction preferred over digital

After traveling, the real journey can finally begin.

It should start with luxury and comfort.

Entering the Hotel

Biometric data is collected upon entry to identify guests. Info is sent to the greeter, who is then able to give guests a personalized welcome.

This creates a sense of importance and value among guests.

The greeter directs guests to a modular seating area that has been intentionally arranged to fit their party’s needs.

Guests can unload their luggage into the cart at the end of their seating area and enjoy a bag-free check in experience.

Checking In

Guests can relax while their luggage is taken directly to their room. After check-in, guests now have the option to leave immediately and continue with their day.

When available, a concierge will approach the guests, pull out the staff seating housed within the table, and sit down with the guests for a less transactional interaction.